Dealing With Difficult People Power Point

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Confidential unpublished property of CIGNA. Do not duplicate or distribute. Use and distribution limited solely to authorized personnel. 2009 CIGNA

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Dealing with Difficult PeoplePresented by

CIGNA Employee Assistance Program


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Seminar Goals

Learn how to differentiate between difficult people

and difficult situations

Understand the reasons why people might be difficult

Take control of the one person you cancontrolyourself

Learn techniques for dealing with truly difficult people

Know the benefits of your Employee Assistance

Program (EAP)


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What is a Difficult Person?

Someone who repeatedly makes it hard for you to do your work,

or is unpleasant when you interact.

For example, someone whose behavior is often:

Hostile or aggressive

Negative or pessimistic

Withdrawn or passive

Overly agreeable but doesnt deliver

Opinionated and defensive


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What is a Difficult Situation?

A difficult situation, as opposed to a difficult person, is onewhere all or most of the following are present:

There is a conflict of interests or difference of opinion withanother person

There is an obstacle blocking the person from their goal

and it can appear to be a no-win situation

They are frustrated and under a lot of stress

The difficult behavior is not a regular pattern for that

person

The behavior changes when the conflict or obstacle is

removed


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Difficult Behaviors that Cross the Line

Threatening statements or demeanor

Harassment or verbal abuse

Profanity directed at a person

Inappropriate topics of conversation, pictures, or objects

Unwanted physical contact

Sabotaging or preventing others from doing their job


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How Do You Know If Someone IsDifficult?

Do they oftenmake it hard for you to do your job?

Are they oftenunpleasant for you to interact with?

Do the above behaviors occur even in the absence of a

difficult situation?

Do these behaviors occur even when the person is notfeeling a lot of stress or frustration?


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Why They Are the Way They Are

They learned it

There may be underlying emotional or

biological causes

They dont know any other way

Its a reflection of how theyfeel about themselves


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They Really Push My Buttons

In a difficult relationship, you always have

control over one thingyourself


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Change Your Thinking

Think about what their behavior costs you

Dont take their behavior personally

Forget about what they should do

Avoid mind-reading

Take an honest look at your own behavior


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Change How You Act

Stop trying to change the difficult person

Model the behavior you would like to see

Minimize unnecessary interaction with them

Be respectful and polite

Know when to bring in a higher authority


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Communication Techniques for

Difficult Situations

Give up the need to be right

Understand the other persons point of view

Listen for some truth in what they say

Paraphrase their point of view and ask for clarification

Continued


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How Will You Deal With Difficult People?

How can I change my reactions to difficult people?

What can I do differently in a difficult situation?

How can I avoid getting hooked?

In what ways do I demonstrate difficult behaviors?


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Benefits of the EAP

Face to Face Sessions

Confidential

Prepaid

Unlimited Telephonic consultation

Available 24 hours a day, 7 days a week Household benefit

Work/Life Support such as eldercare, childcare and pet care.

Financial Services

Legal Services

Documents

Dealing With Difficult People Power Point